Good ISP that has sadly outgrown itself (Nildram.com)

Member Name: stark99

Product:	Nildram.com
Date:	01/08/02 (1198 review reads)
Rating:

Advantages: Low cost options, simple dial-up facility, bigger than average webspace

Disadvantages: Poor customer service, un-reliable connection

I've been a Nildram subscriber for almost 7 years. I came across them when the BBS I used for internet access (and for the youngsters amongst you, BBS stands for Bulletin Board System - it's what we old timers used before the internet was accessible to the masses) went belly up and Nildram took over their old users.

When I first started using Nildram, they only offered basic internet access - none of the 'Unlimited mail addresses, unlimited webspace' deals that many ISPs offer now (although, strangely enough, Nildram still don't). All I want from an ISP (and this hasn't changed much in the last 7 years!) is a quick, reliable connection, a decent amount of webspace, a way of checking e-mail through my browser and a charges (metered or not) that aren't going to break the bank. Nildram seemed to fit the bill.

I use their lowest access tariff, which costs me £15+VAT per quarter and gives me 20 hours of internet access per month (not a lot compared to most other ISPs, but enough for me), a webmail client for my POP3 mailbox, subdomain (never quite seen the point of these), 25Mb webspace and three 0845 numbers I can use for dial-up.

The problems I've had with Nildram can be spilt into two. Let me give you the low-down on the first one of these...connection reliability. For the last 4 years, I've been connecting to Nildram with an internal 56Kbps Winmodem and never (and I don't say that lightly...I mean never, not once) was I able to connect above 36Kbps - most of the time it was 33Kbps or 34Kbps and even as low as 28Kbps. It would often take me 3 or 4 attempts before I could connect and then it wasn't unusual for the line to drop for no reason (during this period, I had also moved house so I knew it wasn't the BT line, as the connection problems followed me to my new area...boo hoo!). Anyway, to cut a long story short(er), earlier this year I decided to replace my Winmodem with an external 5
6Kbps unit. Wow, what a difference this made! I was then able to connect at 44-46Kbps, often at 48Kbps and never (there's that word again) below 42Kbps. However, recently, the connection issues have got gradually worse to the point where it can take me 8-10 attempts before I'm successful (and sometimes not at all) - and then it's never above 45Kbps. The line still drops whenever it feels like it and I've even replaced my PC (not just because of this, of course) running a different O/S and slightly different dial-up config, but the problems continue to plague me.

The second issue with Nildram (and this too, has gradually become worse over the last year) is its customer service and technical backup. Nildram started as a very small, friendly and customer focused ISP - in fact, so small and friendly, that Nildram is actually the surname backwards of the guy who created the company (Mardlin). I've watched them grow from a small ISP that nobody had ever heard of to a company that seems to be growing at a geometric rate and whose customer service is dwindling at the same speed. Nildram even used to send out monthly (or was it quarterly?) newsletters with pictures of the staff, jokes, etc. - I've only just realised whilst typing this opinion that they don't send these out anymore; Nildram are now even advertising in the press and on Radio. They just seem to have lost the customer focus that they once had and the technical queries (via e-mail) I've sent about my connection issues have just been ignored. I intend to call them today and have it out with them once and for all - if they can't help me or suggest different dial-up settings or numbers, I shall have no option but to move ISP (which is going to be greatly aided by all of you who've posted opinions about such...thanks!).

When all's said and done, I've heard good things about their ADSL service but I can't bring myself to recommend them as
a provider of standard dialup internet access....not unless you have a time machine and can go back a few years!

Summary: